ChatBots

BFCM Data Helps Retailers Prepare for Holiday Shopping Chaos
November 18, 2021 at 4:56 pm

Black Friday/Cyber Monday (BFCM) is fast approaching, and retail/e-commerce brands are anxiously planning for what's sure to be another record-breaking year. Ada, a brand interaction platform, automated over 1.5 billion customer interactions last year and has drawn insights to help retailers gear up for the shopping season. Below are the top takeaways from Ada’s research.…

COVID-19 Has Given Rise to Mass Chatbot Adoption in the Retail Space
October 25, 2021 at 2:50 pm

The pandemic has reshaped the way people work, study, shop — and that’s just scratching the surface. With more consumers relying on virtual resources for everyday things, their expectations of the businesses they frequent have changed. When online, people want user-friendly, self-service options to solve issues, gather information, process returns, schedule services, and more. This…

What Retailers Need to Know About Conversational AI vs. Chatbots
July 27, 2021 at 3:58 pm

Traditional chatbots have become commonplace on e-commerce sites, yet too many are becoming unreliable and are alienating consumers due to their limitations. This is because many retailers rely on what's called "rule-based" chatbots when instead they should be implementing conversational artificial intelligence (AI), two terms often used interchangeably, but which are actually very different. Conversational…

Staying Competitive in E-Commerce With AI
May 10, 2021 at 2:34 pm

New data from the 2021 Adobe Digital Economy Index makes it clear: online spending is surging and shows no signs of stopping. In fact, Adobe expects that by 2022, e-commerce will become a $1 trillion market. To stay competitive and efficient in this increasingly critical space — and to enable a more robust customer experience…

Why Promotion Support Automation is the Next Leap Forward for Your CX
March 9, 2021 at 1:21 pm

2020 was a decisive and divisive year for retailers. Those that had already embraced or were quick to embrace e-commerce were able to capitalize on the accelerated shift toward digital spurred by the pandemic and leverage its infrastructure competitors. Those that were slower off the mark are either still playing catch-up or have shuttered entirely.…

Survey Reveals Top Customer Communication Methods for Retailers
February 25, 2021 at 6:40 pm

In this episode of Retail Right Now, Total Retail's Melissa Campanelli and Kristina Stidham discuss the latest trends impacting retail customer communication methods, drawing on key insights from a recent survey conducted by NAPCO Research, sponsored by Podium. The subsequent report, "A Message for Retailers: Go Digital," details what retailers should be considering as they…

Retailers Improving the E-Commerce Shopping Experience Through Resolutions-Focused Customer Service
February 15, 2021 at 8:16 pm

Many national retailers began announcing their 2020 holiday season plans and shopping promotions much earlier than in years past. The holiday shopping season was particularly different considering the COVID-19-induced drastic shift from a traditional brick-and-mortar shopping experience to an even more robust online environment. While stores ponder their physical store operations, retailers understand that 2021…

Email Customer Support is Failing. Here’s Why Retailers Need to Pay Attention.
February 10, 2021 at 12:21 pm

Customer service has become a competitive differentiator for retailers — on par with quality and price. When a person reaches out to a company with a question or issue, the experience has an immediate and direct impact on whether they will do business with a company again — now or in the future. Retailers like…

A New Era of Customer Service Arrives as Consumers Fully Embrace Messaging and Conversational AI
February 9, 2021 at 2:54 pm

Like everything else last year, retail brands were forced to learn to live with a new reality. Since the beginning of the pandemic, as consumers adapted to quarantines, social distancing and masks, they also adapted how they interact with brands. More than ever before, they took to conversational artificial intelligence (AI) — the technology that…

How to Capitalize on Key 2021 Customer Experience Trends
January 21, 2021 at 5:31 pm

In this episode of Retail Right Now, Total Retail's Joe Keenan and Kristina Stidham discuss an article recently published by Total Retail titled, “5 CX Trends to Help You Win Customers’ Hearts and Wallets in 2021,” authored by Jean Shin, director of strategy and content at tyntec. The article discusses how in 2020, we learned…